Sr. Program Manager, AMXL CX, AMXL CX & Growth

Sobre esta oportunidad

Amazon Extra Large (AMXL) is a single-threaded organization that owns the end-to-end customer experience for heavy and bulky products, from supply chain and fulfillment through transportation, last mile delivery, and post-purchase resolution. AMXL currently operates across North America, Europe, Japan, and is expanding into emerging markets. The Execution Excellence pillar is where planning meets the customer. It houses two complementary teams: our AMXL Operations Center and our AMXL Proactive Execution program. These teams serve as the real-time network execution backbone, translating strategic decisions into daily network performance across our end-to-end network and also as the mechanism that identifies delivery failures before they become visible to the customer and intervenes proactively to save the delivery or manage the recovery directly with the customer.

We are seeking a Senior Program Manager to lead the integration and transformation of this combined organization. This is not a steady-state program management role. The program strategy is being built. You will inherit a consolidation in progress and own the lifecycle of making it work: assessing what the combined org should look like, defining how we measure success, building the mechanisms that make it sustainable, and driving the hard conversations required to get there. This role requires someone who can operate in high ambiguity, make trade-offs between short-term operational needs and long-term strategic goals, and communicate persuasively across teams.

A day in the lifeYou might start your morning reviewing program metrics dashboards, identifying areas that need attention, and preparing a status narrative for a director-level review. By mid-morning you are facilitating a working session with partners to align on priorities for the quarter. After lunch you dive into data to validate assumptions behind a proposed solution, then draft a decision document that frames trade-offs for leadership. About the teamThe AMXL Customer Experience and Growth team takes a 360-degree approach to the customer journey:- **Eliminate**: detect, solve, and resolve customer-impacting issues upstream by providing relevant and timely insights for operations teams, transportation, and product development.

- **Automate**: continuously assess and identify opportunities to replace manual processes with automated, scalable solutions. - **Optimize**: when a customer does need support, ensure AMXL stakeholders have the tools, resources, policies, and protocols to deliver a perfect experience. The operations center translates strategic decisions into daily network performance. The proactive execution team ensures that when defects occur, customers are protected through early intervention. The Sr. Program Manager will be the link that makes both teams operate as one system.

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership- 5+ years of program or project management experience- Experience implementing repeatable processes and driving automation or standardization- Experience using data and metrics to determine and drive improvements- Knowledge of general AI tools- Experience defining and executing program requirements- Speak, write, and read fluently in English - 2+ years of driving process improvements experience- Master's degree, or MBA in supply chain, business, engineering, finance or related technical or quantitative field- Experience managing programs across multiple countries and time zonesOur inclusive culture empowers Amazonians to deliver the best results for our customers.

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